Consulate of India (New York) Recommended Improvements

We, the undersigned, would like to petition for the immediate improvement of the system and facilities for the Consulate General of India in New York, NY (CGNY).

We understand that the Consulate is overwhelmed in terms of the volume of applications and inquiries that are submitted and processed each day. The changes recommended below are meant to address, not only the issues faced by applicants, but to ease the burden on the Consulate. We would hope the recommended changes would create a more efficient process and environment, which will benefit both Consular staff and applicants in the long run.

The following is a specific list of concerns and proposed changes for the improvement of the CGNY's system and facilities:

SYSTEM CHANGES

1 - Website content: The www.indiacgny.org provides false, misleading, outdated, and incomplete information. This is unfair to applicants who think they are prepared with all the correct documentation and forms based on the website, take the time and effort to appear in person at the Consulate, only to be informed their application is incomplete or incorrect. The Consulate is aware of this issue, and the recourse that has been chosen is to add a disclaimer that the Consulate General of India, New York does not guarantee the accuracy and assumes no responsibility for the use of information available at this World Wide Web (WWW) site.

Recommended change: We believe it is unreasonable that the Consulate rejects responsibility for their website content instead of providing accurate information to the public. The website content must be maintained with current, clear and accurate information. The website must be regularly checked for conflicting or outdated information and a channel must be provided for website visitors to provide feedback on unclear, unhelpful, or false information.

2 - Appointments: There is a "first come first serve" philosophy in effect at this time the CGNY for some case types and all case issues. This causes the following issues:

(a) The Consulate currently requires people to wait outside in a line regardless of weather elements. Because of the first come first serve system, a line begins forming prior to Consulate business hours, starting around 8 a.m., for application submissions and inquiries. Due to the volume of in person applicants, average wait time before entry in the Consulate is 1.5 hours for those who appear at 9 a.m.

(b) While in line, applicants have to deal with the outdoor weather elements. As a specific point of reference, on Monday, November 8 2010, people of all ages and genders, including people older than 60 and women with babies, were made to wait in line outside the Consulate from 8:00 10:30 a.m. (Eastern Time U.S.) during a hailstorm. A designated appointment time would eliminate the need for applicants to have to stand outside in harsh weather.

(c) The Consulate has little to no power over the number of people that appear in person at the facility on a given day and time.

(d) Applicants tend to lose their patience and temper when waiting for long periods of time in harsh weather and, subsequently, in a small cramped waiting area.

(e) Not all applicants have the luxury or convenience of being able to spend hours at the Consulate for inquiries on their cases due to work or location constraints.

(f) Some applicants travel for miles from neighboring states and run the risk of being unable to speak to a Consular representative or not obtaining a same day resolution for their case.

Recommended change: There should be designated appointment times and an appointment system for all case types, but especially for emergency travel cases and cases that have been pending outside of normal service time frames. Walk-ins should continue to be allowed but only during specific timeslots. Appointment times would alleviate outbursts and allow Consular representatives the liberty to address all of an applicant's concerns and questions instead of needing to move on to the next applicant in line. Appointment times would limit the number of applicants that appear in person, remove the need for the queue that occurs in a "first come first serve" system, increase the public's safety, and provide crowd control power to the Consulate. Instituting an appointment system along with the flexibility of a limited walk-in system would display the Consulate's appreciation and understanding for the valuable time, travel, and effort that applicants have to put in to visit the Consulate.

3 - Process status: Applicants are currently unable to obtain a process timeframe or case status through an automated system (web or phone) for their mailed or in person applications. This contributes to the volume of calls, emails, and walk-ins, which in turn overwhelms the Consular staff and resources.

Recommended change: The www.indiacgny.org website or an automated phone response system should provide a list of general timeframes for each process and case type, including variances on scenarios such as expired passport renewal or lost passport renewal. There should be a computerized or automated phone response system for obtaining individual case progress and Consular notes using assigned case numbers. The Consulate should provide specific reasons in the case notes for any delays in the case (such as case is missing document x or dates of follow-ups made with local offices for missing documentation). This process change would decrease the volume of attempted phone, email, and in person inquiries on case status and, ultimately, would be less taxing on the Consulates staff and resources.

4 - Phone system: The phone lines are overloaded and the chances of a Consular representative responding to phone calls is quite low, even for the direct phone numbers published on the www.indiacgny.org website. There is no voicemail system for any of the phone numbers. In the event an applicant manages to reach a representative and has a complex case or question, the Consular representatives will notify the applicant that the Consulate will provide a return call with a response - which, generally, does not occur.

Recommended change: Install an automated phone response which provides prompts and directs cases by type to the appropriate department or representative. There should be a call waiting system and a voicemail system available for inquirers. More than one designated Consular representative should be assigned during business hours to respond to the incoming phone inquiries at all times. Consular representatives should provide a confirmation code and personal ID (name or employee designation) for each phone contact so that inquiries may be tracked and applicants who receive promises of a return call can ensure these are valid.

A longer term, viable solution would be to outsource the phone and email customer service systems. Our nation is well-known for its outsourcing capabilities, and most of corporate America outsources their support systems to India.

5 - Website inquiries - The www.indiacgny.org contact section states "SINCE THERE IS EXTREME PRESSURE ON OUR TELEPHONE SYSTEM, KINDLY USE THE EMAIL SERVICE. YOUR QUERIES WILL BE REPLIED AT THE EARLIEST." However, applicants who submit email queries rarely receive a response directly from the passport office. There is also no confirmation provided of a submitted inquiry.

Recommended change: If the Consulate's phone system resources are taxed and CGNY prefers the email service, the Consular representatives must respond to email inquiries. The email submission form must provide a confirmation code for submitted queries so participants can follow up on the original inquiry submissions.

A longer term, viable solution would be to outsource the phone and email customer service systems. Our nation is well-known for its outsourcing capabilities, and most of corporate America outsources their support systems to India.

6 - Submission and case tracking: There is no internal audit of cases by length of time inside the Consulate. Cases that are open for several months do not seem to be separated and given any special attention unless the applicant draws attention to the case.

Recommended change: The Consulate must be accountable and responsible for an internal audit of the cases they have on file. Those cases that are outside of normal case timeframes must be tracked internally by Consular representatives as priorities to be escalated and resolved. Applicants should not need to perform extensive intervention on their own behalf and the Consulate should be responsible for rendering services in a timely fashion to applicants.

7 - Forms: The CGNY website and location offer an English only version of content and forms. In addition, some applicants experience stringency on hardcopy forms at the CGNY location for forms that are not frequently utilized.

Recommended change: All forms should be made available in hardcopy at the Consulate when requested by an applicant. If CGNY has cost constraints on the availability of hardcopy forms, a reasonable print cost per rare form could be instituted, as long as applicants are made aware of the cost in advance.

India is a wonderful country, with a diversity of languages and religions unmatched by any other country in the world. It is unreasonable that CGNY is unable to provide assistance in a manner that respects the diversity of its Indian citizens. The Consulate should eventually offer a website version and forms, at the very minimum, in Hindi, simply out of respect to our culture and heritage.

8 - In-person visit tracking: CGNY does not track an applicant's entry and exit time at the Consulate. The processing system is a "ticket number" system for passport applications, but there is no processing or tracking system for other services such as OCI, PIO, or case status inquiries and interviews.

Recommended change: CGNY must allow tracking of all applicants' time in and time out of the facility, which must be internally audited. The processing system for all services must be an ordered system, with applicants prioritized by either arrival time or by case length time, to show CGNYs commitment to the applicants.

9 - In-person service receipts: There is no receipt provided for any services other than application submissions. Applicants that fill out interview request forms do not receive receipts and, in the event a submitted form is lost, there is no proof an applicant submitted the form.

Recommended change: Submission of any form, including an interview request form should receive proof of submission. Candidates must receive confirmation of interaction with Consular representatives for any and all services rendered including mere inquiries. The receipt must note the reason for the visit, the Consulate representative's name or ID, the applicant's entry time, the applicant's exit time, the outcome of the visit including next steps, and must be signed by both the applicant and the Consular representative.

FACILITY CHANGES

1 - Consular services space: There is a lack of space and poorly designed facilities at the New York Indian Consulate. The Consular services are provided out of a basement with only one exit and entrance for the public and no clearly marked emergency exits. At any given time, there are 100 - 200 people in the small waiting area in the basement. In the event of an actual emergency, there is concern about the unsafe conditions and potential damage that could occur.

Recommended solution: The Consular services division needs to be relocated to a safer space where there are clearly marked emergency exits and enough space to accommodate all applicants. The contention that these are heritage buildings which have renovation restrictions is well known. We are seeking additional modern facilities in a different location which meet the legitimate and functional requirements of the people who seek the services of the Consular division.

2 - Safety policy: Due to security measures, the Consulate no longer allows bags or female purses into the basement location. There are several issues with this process as follows:

(a) Although this may be an understandable safety precaution, there is no readily apparent advance notice provided that bags will not be allowed. There is a "Security Alert" posting on the website, but this notice should be visible as a header on the homepage of the website. Most people who visit the Consulate still bring bags and this link is clearly not effective in informing the public of the new rule.

(b) Most other locations in New York considered "high risk" allow bags as long as their internal contents are checked by security. This is a rule that would make much more sense and be better received by the public.

(c) There are no secure and designated storage areas for people's belongings. People are made to leave their belongings, unguarded most of the time, outside the Consulate office, at the top of the stairs, where they block the only exit that appears to exist in case of an emergency. There are also no exceptions made for weather and bags must be left out, unprotected and unsheltered, even in adverse weather conditions.

(d) This is a poorly designed safety precaution as anyone could leave a dangerous bag in the pile outside the Indian consulate and walk away. The damage of an incident outside the Consulate's only clear public exit would be the same as if a bag was allowed inside and the rule has no actual effect on the Consulate or the public's safety.

(e) Plastic folders and sleeves used to protect documents from weather are not allowed inside. We fail to see how this is a safety concern, especially when people are made to remove sensitive documents from protective bags during adverse weather conditions such as rain and hail.

(f) The rule is not applied equally to everyone as some people are allowed in with their bags as long as they were not noticed. The system is arbitrary and unfair.

Recommended solution: A best practice system would be to allow bags inside the Consulate once the internal contents are checked by security. If such a system cannot be implemented, the Consulate needs to provide a designated space for visitors to store their belongings where they will be securely guarded, protected from weather, and will not endanger the safety of the Consulate or the visitors. If space is an issue, the Consulate could charge fees for such a convenience, but should clearly advertise the fees in advance on the website and on online confirmation forms. In the interim, the notice "NO BAGS ALLOWED INSIDE THE CONSULATE. NOTE THAT THERE IS NO SPACE ON THE PREMISES TO STORE YOUR BELONGINGS" should be provided as a scrolling header on the Consulate webpage, on all online confirmation forms, Consular email responses, and the phone system's "no answer" response.

3 - Photocopy machine & notary service: There is no photocopy machine available at the Consulate, and no directions to the closest photocopy center. Some services require notarization and applicants must search for the closest location that renders such a service.

Recommended solution: If the Consulate were to install a fee-per-copy photocopy machine on site and provide fee-per-notarization services on site, it would yield additional revenue for the Consulate and be more convenient for applicants. Alternatively, CGNY should advertise or post clear directions to the closest copy center and closest notary and could, perhaps, negotiate a partnership with the business, if allowable under the law.

4 - Applicant flow: There are no visible signs posted within the Consulate with arrows or instructions directing applicants to appropriate windows and services. Applicants must either ask for directions from security or the reception desk.

Recommended solution: The Consulate should post clear instructions and directions with arrows indicating the direction in which applicants should enter or proceed for each service. This would minimize the time spent by the reception desk in directing first time visitors and minimize applicants' wasted queue time and frustration as well.

5 - Temperature control: As mentioned before, applicants have to spend time outside in harsh weather elements (high or low temperatures, hail, rain etc.) before entering the Consulate interior waiting area. However, the waiting area also has poor temperature control and tends to be overheated in the summer and overly cold in the winter.

Recommended solution: The Consular waiting area must maintain a reasonably comfortable temperature all year to better serve the health and welfare of its visitors.

6 - Vending machine: Some applicants travel for hours in the morning and spend all day at the Consulate to obtain their documents or a status on their case. The Consulate maintains a strict no outside food policy.

Recommended solution: The Consulate must install a vending machine on the premises out of consideration for their applicants. As precedence, the Consulate already provides a soda machine as a service to the public, for which we are appreciative.

7 - Handicap/Wheelchair access: There is no means of entry and exit for disabled persons seeking Consular services to enter the basement space. The Consular website does not indicate whether or not the premises are handicap accessible.

Recommended solution: The Consulate must provide directions for people with physical disabilities who would like to seek in person services on their website. The Consulate must provide facilities and services accessible equally to all people.

8 - Reception desk: At times, during normal business hours, the reception desk is left empty without a Consular representative to direct and address applicant questions. This leads to increased waiting times, crowd formation, and general frustration.

Recommended solution: The reception desk must always be occupied by a Consular representative and a sign must be posted indicating desk hours.

9 - Windows: Out of the eight service windows at the Consulate, at any given time only three, or at most four, windows in total are staffed during business hours. Of the staffed windows, one is designated for OCI and one for Visa services which leaves two windows, at most, assigned to the processing of passport applications. Passport service composes most of the Consular day to day applicant flow.

Recommended solution: If additional Consular representatives were assigned to the windows during business hours, there would be fewer burdens on each Consular agent in terms of the division of applications, and applicants would be processed quicker and more efficiently, leading to a less tense environment for both the Consular staff and applicants. We would request that Consular staff be available at three of the passport services windows at all times.

10 - Accountability & Feedback: Consular staff does not wear name tags or provide identifying information to applicants. The current comments and suggestions box located within the Consulate is falling off the wall. There is no paper and pen provided with the comments box, and no guarantee that feedback is being read and taken into consideration.

Recommended solution: Staff needs to provide identification to applicants and wear an identifying badge at all times for accountability reasons. There must be a feedback process available to the public for Consular services rendered. There should be recognition that the comments and suggestion box input is looked at and considered, perhaps by posting a notice above the suggestion box with "Top 5 Issues the Consulate Is Working to Improve" and stating "We Value Your Feedback" on the box. There must be accountability and responsiveness from the Consulate regarding the public's concerns so that Petitions, such as this one, do not have to be written in a separate forum.



IN CONCLUSION:

We, the undersigned, believe that the current state of CGNYs system and facilities causes unnecessary hardship to the people and on the service staff.

We, the undersigned, believe that the current state of CGNYs system and facilities at the CGNY reflects badly on the image of India, which is unacceptable to people of Indian origin who take great pride in their national and cultural heritage.

We, the undersigned, would like the CGNY to reflect a more cohesively organized Indian government that functions smoothly and cares about its people.